topic Re: US Roaming + Customer Support in Get Support

US Roaming + Customer Support

RCraigLane — Sun, 07 Sep 2025 01:40:26 GMT

Hi All - I accidentally bought a US Roaming add-on, and realized within a minute that I should have purchased a Canadian roaming add-on. I posted to customer support immediately. Trying to get support from customer service to reverse the charge or make the switch has been fruitless. Anyone have constructive suggestions on how I might get Public to provide support?

Re: US Roaming + Customer Support

Chalupa_Batman — Sun, 07 Sep 2025 01:56:39 GMT

@RCraigLane wrote:
Hi All - I accidentally bought a US Roaming add-on, and realized within a minute that I should have purchased a Canadian roaming add-on. I posted to customer support immediately. Trying to get support from customer service to reverse the charge or make the switch has been fruitless. Anyone have constructive suggestions on how I might get Public to provide support?

I don't understand this "Canadian Roaming" you're purchasing or trying to purchase. There is no such thing as all plans you can roam Canada and use your phone. What exactly did you purchase?

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: US Roaming + Customer Support

computergeek541 — Sun, 07 Sep 2025 02:17:06 GMT

no need to repeat others

Re: US Roaming + Customer Support

RCraigLane — Sun, 07 Sep 2025 13:51:23 GMT

Thank you for your reply. I avoided purchased "A" in the attached image, but found out that I should have purchased "B". Unfortunately when one opens the Add-On Shop, the Canadian add-onns cannot be seen.

Re: US Roaming + Customer Support

Chalupa_Batman — Sun, 07 Sep 2025 14:33:54 GMT

Oh. OK. I fully understand. Then since you've already contact customer service, they can assist you further. I'm sure they understand mistakes are made and they'll probably just credit your account and then you can use the $30 to to purchase the 3GB of data for $30 instead. If I may though, have you considered going into the app, click on change subscription and see what offers are there? There may be an option to change plans with more data for only a few dollars more vs paying $30 for 3GB of data. I've always found that to be extremely over price for data.

Re: US Roaming + Customer Support

hTideGnow — Sun, 07 Sep 2025 14:47:56 GMT

hi @RCraigLane

but you found it on your image and you can buy it there

have you submitted a ticket with PM agent? the can switch that for you

Re: US Roaming + Customer Support

RCraigLane — Sun, 07 Sep 2025 16:22:58 GMT

Thank you for your suggestion

Re: US Roaming + Customer Support

RCraigLane — Sun, 07 Sep 2025 16:25:40 GMT

I did @hTideGnow . This morning they said they did the refund and gave me credit in my available funds.